Transcription

Reporting with ISR CMEand UC520June 2008Presentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public1

Topics Covered Call Detail Records (CDR) Support Billing Partners B-ACD reports Upcoming Tools/FeaturesPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public2

Call Detail Records (CDRs) 3 CDR Formats SupportedRadius recordsComma Separated Value (available today with CME 4.3 for CMEon ISR, UC520 with CME 7.0 in July ’08)Syslog For each of these you need a server (CSV format canbe stored in router flash also) Partner solution/custom scripts are required to generateend user call accounting reports Radius and CSV are the recommended formatsbecause they provide complete reportingPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public3

Syslog One server for both syslog debugs and CDR records Limited fields support – can be used for basic callaccounting only Useful Syslog and Radius ad/attachments/38912/CME CDR RADIUS-Syslog Note.docPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public4

Radius CDR record format Radius:Standard Radius fieldsVoice & Fax VSAsFor more Information please see: RADIUS VSA Voice Implementation rel/ps1835/products programming reference guide09186a00800b5e17.html#wp1055471 Configuring y/configuration/guide/sec cfg radius.htmlPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public5

Comma Separated Value CDR format Introduced in CME 4.3 for CME on ISRs Will be introduced for 1861 and UC520 in 12.4(20)T in July ‘08 New Format – Comma Separated ValueReadily importable into Microsoft Excel, etc., Supports all the CDR fields Optionally a Compact format supported CDRs can be sent to a FTP server or written to router flashmemory Support for switching over to a backup storage in case theprimary failsPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public6

Comma Separated Value Format Only Stop records are generated Can be imported into programs like Microsoft Excel for custom reportgeneration Example:11775425750,1,1,1,"D4CD7CFC F2B811DB 8002B64B B07F7CD9","5102226001","","16:09:19.586 pdt WedApr 25 2007","","16:09:25.516 pdt Wed Apr 25 2007","16:09:35.506 pdt Wed Apr 25 2007","10 ","normalcall clearing 1,D4CD7CFC F2B811DB 8002B64B B07F7CD9,1,"","","",“Presentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public7

FTP Server support FTP download only supported with CSV format Router act as a FTP client, FTP server IP address andUsername/Password is configurable CME writes to FTP server and/or router flash memory –periodically – configurable as “Flush timer”“File Close Timer” is used to close the CDR file and start a newfile CME router memory is used for temporary storagePresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public8

Multiple simultaneous format support Simulataneous writes to –RADIUS, Syslog, FTP orRADIUS, Syslog, Flash On FTP write failure, automatically switch to flash or vice versa (ifconfigured)Primary StorageRADIUSFTPFlashSyslogPresentation IDSecondary us 2008 Cisco Systems, Inc. All rights reserved.Cisco PublicFlash (CSV)orFTP (CSV)Simultaneous (Flash or FTP)XXSimultaneous (Flash or FTP)SyslogSimultaneousSimultaneousSimultaneousN/A9

Compact CDR format Most used fields reported in the compact CDR CSV format only Router can be configured to generate either detailed orcompact formatPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public10

Comparison of various CDR formatsSyslogRadiusCSV w/ FTPAll FieldsSupportedLimited FieldsSupportedYESYES with the option ofCompact CDRsCan be used forReal-timeapplicationsNOYESNOBuilt in RetriesNOYESCan store records onFlash on loss ofconnection to FTPserver or CDR Tclscript can be usedMultiple use of the Same server can be Same server can be Noserverused for debugsused as AAAserverPost processingEasier than Radiusbut need toseparate CDRsfrom debugsComplex formatSimple with commonlyavailable applicationslike Microsoft Excel-CSV format recommended for most customers-Radius recommended for customers needing real time informationPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public11

Partner Billing SolutionsPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public12

TDP Partner Reporting Solutions ISI (www.isi-info.net)Product: Infortel SelectOne time buy and Lease models Stonevoice (www.stonevoice.com) Products:Billy – Single SiteBillyBlues – Multisite – Currentlysupported for CUCM only – Should beavailable for CUCME in nearNote: For latest pricing information please contact ISI &Stonevoice directlyPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public13

Infortel Select for CME Usage-based allocation of variable and fixed telecommunicationsexpenses Identification of potential abuse or misuse Analysis of telephone-related employee productivity Analysis of traffic and trunk utilization for troubleshooting and facilityplanning Investigation of corporate security concerns Historical archive of call activity Filters on Cost/Duration/Time of Day/ANI/DNIS Custom Summary Graphical ReportsPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public14

Infortel Select for CMEPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public15

Billy – Accounting and Billing Report Completely Web based. Administrator and User access. Users can analyze the details of theirpersonal calls. Support of different reports (web, csv, xls, pdf) live or scheduled Collects internal, incoming and outgoing call detail records. Allows prefix group definition in order to identify a range of prefix for call costcalculation Support of cost center information for department billing.Allows personal filters definition and saving.Allows applying multiple filters (logical AND) to the displayed data.Allows records ordering by clicking on the column.It features a scheduler to configure automatic report generation based on thefollowing parameters:Time of the dayDay of the week or Days of the monthPersonal filterPeriodical or One shot report generation Multilanguage support.Presentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public16

Billy – Accounting and Billing ReportPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public17

B-ACD ReportsPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public18

Basic ACD reports B-ACD has built-in reports Provides peg counts and averages for call agents and queues Can be uploaded every hour in a CSV format to a TFTP serverautomatically Excel Macro (provided FREE) is also available to parse thestatistics and generate reports (example follows) ManageExpress from Arcana (a TDP partner) provides real timecall agent status on Cisco IP Phones More information:http://www.cisco.com/en/US/docs/voice ip 1002693Presentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public19

B-ACD report (using Excel Macro) – MainScreenPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public20

B-ACD report (using Excel Macro) – AgentSummaryPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public21

B-ACD report (using Excel Macro) – HourlySummaryPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public22

ManageExpress from Arcana ArcanaNetworks’ ManageExpress VoIP AgentStatus PSprovides Call Agent Status on Cisco IP Phones that are connectedto Cisco Call Manager Express Supervisors can view real time status of their agents on the displayof their Cisco IP Phone.Presentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public23

Upcoming Tools/FeaturesPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public24

CME CDR support coming up in 12.4(22)T Call Hold Support :Identify the time a call is placed on hold: between hold andresumeHold Reason: transfer, forward, park, conference Shared Line Support:Identify if the shared-dn is in the callIdentify the actual phone Involved in the call (username &ephone ID)Presentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public25

SRST CDR enhancements New Field (ip-pbx-mode)Identify mode - CME/SRST or Regular GWCDR records generated during SRST mode can be used alongwith the CUCM records to get complete call accounting picture New Tcl script that runs periodically on the routerto upload the CDR to a central FTP serverCan be used along with the ip-pbx-mode above to upload all theCDR records to a central billing serverPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public26

CDR reporting tool (July/August ’08) It is a standalone script written in Javascript Available free of charge Tested on a Windows based PCs using InternetExplorer Generates basic calls report for a user specified daterange Generates simplified CSV file which can be importedinto Microsoft Excel (or similar) to generate customreports Requires the new CSV CDR formatPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public27

How CDR reporting tool worksFTPCME on ISR/UC520Internet/IntranetBilling PCStep 1. CME system generatesCDRs in CSV formatStep 2. CME system sends theCDR to the FTP server on theCDR reporting PC (standaloneFTP server is needed)Step 3. FTP server stores the CDR filesin a dedicated directoryStep 4. User Launches the CDR Reportingtool in the IE browser and specifies the daterange for billing report generationPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco PublicStep 5. CDR Rerporting tool generatesthe Billing Report and displays it in theIE and also generates a simplified CSV28file

More Information Radius Voice VSA ice/vsa/developer/guide/vsaig3.html Useful Radius and Syslog ad/attachments/38912/CME CDR RADIUS-Syslog Note.doc CSV CDR sa/feature/guide/itfileac.html B-ACD Statistics:http://www.cisco.com/en/US/docs/voice ip 1002693 Partner Tools: www.isi-info.com and www.stonevoice.comPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public29

BackupPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public30

Compact Format fieldsPresentation IDS.No.Field NameDescription1unix timeSystem timestamp when CDR is captured.2call-idValue of the Call-ID header3cdr-type0 none, 1 call history detail, 2 custom template4leg-typeCall leg type: 1 telephony, 2 VoIP, 3 MMOIP, 4 Framerelay, 5 ATM5h323-conf-idUnique call identifier generated by the gateway. Used to identify the separatebillable events (calls) within a single calling session.6peer-addressNumber that this call was connected to in E.164 format.7peer-sub-addressSub address that is configured under a dial peer8h323-setup-timeSetup time in Network Time Protocol (NTP) format: hour, minutes, seconds,microseconds, time zone, day, month, day of month, year.9alert-timeTime at which call is alerting.10h323-connect-timeConnect time in NTP format: hour, minutes, seconds, microseconds, time zone,day, month , day of month, year.11h323-disconnect-timeString Disconnect time in NTP format: hour, minutes, seconds, microseconds,time zone, day, month, day of month,, year12h323-disconnect-causeString Q.931 disconnect cause code retrieved from Cisco IOS call-controlapplication programming interface(CCAPI). 2008 Cisco Systems, Inc. All rights reserved.Cisco Public31

Compact Format fields (Contd.)Presentation IDS.No.Field NameDescription13disconnect-textString ASCII text describing the reason for call termination14h323-call-originString Gateway’s behavior in relation to the connection that is active for this leg.answer Legs 1 and 3, originate Legs 2 and 4, callback Legs 1 and 315charged-unitsNumber of charged units for this connection. For incoming calls or if charginginformation is not supplied by the switch, value is zero16info-typeString Type of information carried by media1- other 9 not described) 2 - speech3unrestrictedDigital 4-unrestrictedDigital56 5- restrictedDigital 6- audio31 7 audio7 8 – video 9-packetSwitched17paks-outTotal number of transmitted packets18bytes-outTotal number of transmitted bytes19paks-inTotal number of packets received.20bytes-inTotal number of bytes received21usernameUsername used for authentication. In most of cases this is the same as callingnumber22clidCalling number23dnisCalled number. 2008 Cisco Systems, Inc. All rights reserved.Cisco Public32

Flash as CDR storage Flash can be configured as the primary or thesecondary storage A new flash file created for every expiry of the FileClose timer Files on flash can be extracted as and when needed bythe external applicationPresentation ID 2008 Cisco Systems, Inc. All rights reserved.Cisco Public33